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The purpose of this paper is to investigate the awareness of library research services, the top desires for new services and overall satisfaction of undergraduate students to plan outreach and marketing efforts.

Researchers developed a survey which was administered both on an iPad and in paper copies. To gather feedback from a wide-variety of students, surveys were distributed outside campus buildings at four locations.

This study demonstrates the need to survey undergraduate students about their use of research services, to effectively plan outreach and marketing efforts. The differences between high-users’ and low-users’ expectations of the library inform and impact potential outreach and marketing efforts. Reaching both groups of students requires that not only awareness of library services increase but also that the knowledge of the value of the library increases, to convert simple awareness of services into use.

Surveys were distributed at one institution, and results may be skewed based on local demographics.

While surveying undergraduate students is common, little research exists demonstrating how outreach and marketing can be informed by evaluating feedback from high and low-users of library services.

The purpose of this paper is to present a case study which describes reference and instruction outreach programs promoted by the University of Texas at San Antonio (UTSA) Library. Direct‐2‐U Reference, Crash Courses, and Drop‐In Tours reached out to students in innovative ways to encourage non‐library users to see what they were missing and to give current library users even more choices. Direct‐2‐U Reference provided opportunities for students to get research help on their own turf. Librarians offered assistance at several locations across campus, combining the benefits of face‐to‐face reference with the convenience of getting help without going to the physical library. Library Crash Courses promoted subject‐specific assistance without the formality of in‐class instruction. Drop‐In Tours allowed curious students to figure out the layout of the library and get answers to their questions.

This case study describes researching alternative services, and includes practical information on how services were implemented. Information is presented about ongoing evaluation of the outreach programs that improved the direction, marketing, and overall success of the programs.

The outreach programs promoted by the library reached additional users, provided more options for patrons, and improved the visibility of the library campus‐wide.

This case study will be of interest to other academic librarians wanting to provide library services outside the library. It builds on the existing literature regarding library outreach services.

This paper aims to present an overview of how libraries are using Twitter in an academic setting.

This study analyzed the current state of 296 Twitter accounts from a random sample of academic libraries. A total of 19 different criteria were explored, with an emphasis on the following three categories: layout and design, content and number of tweets, and account followers.

Only 34 per cent of libraries in the study had a Twitter account and characteristics varied widely among libraries, however it is evident that it is possible to successfully communicate with patrons via Twitter.

A primary limitation for this study is the frequency with which Twitter can change.

This paper provides a snapshot of how libraries are currently using Twitter, which can be of assistance to libraries seeking to implement a Twitter presence.

The paper presents an overview of trends in academic library Twitter accounts, which could be useful to librarians who are considering launching a Twitter account for their library.

This paper aims to provide an overview of the perceptions of librarians regarding the use of social networking in their professional lives.

A survey was administered to a random sample of librarians at academic institutions.

Adoption rates for social networking were high, with 85 percent of the 765 respondents reporting an account in at least one social networking account. Responses reveal opinions about privacy, boundaries, and professional relationships within social networking, suggesting that it does influence relationships within the profession.

The paper presents a snapshot of users' perceptions. Since social media changes rapidly, it is likely that perceptions will also likely change over time.

The paper presents a snapshot of the perceptions of librarians towards social media. This article could be useful to librarians who currently use or are considering creating a social media account.

This paper looks at social media and how it changes interactions between co-workers, which have been little studied in the past. This can be valuable to organizations who create policy and also to employees, who need to consider privacy issues as they become involved in social media.

The purpose of this paper is to understand why users at the University of Nevada, Las Vegas (UNLV) are unable to locate locally held items from the university libraries' electronic and physical collections using the library web site and catalog.

A combination of usability testing methods and quality control methods were used. Items for the study were selected from cancelled interlibrary loan requests. A cognitive walkthrough was performed for citations representative of the top categories of cancellation because the item is owned or available electronically. Quality control methods were used to determine likely user failure points to completing this path. Data from the cognitive walkthrough were compared with actual user behavior, as observed through usability testing.

Participants in the study failed to locate known items for multiple reasons, but from the usability testing and analysis three major areas emerged: finding the correct starting‐point for the search, information not indexed for a selected search, and clicking on the call number link. The complexity of library resources was the main contributor to these failures. Participants expected library searching to behave like their other search experiences.

The failure points identified in the study are in some cases specific to features of the UNLV Libraries' integrated library system.

This paper could be useful to libraries examining the ease with which users can locate items using the library web site and catalog. The research team used a quality control method to analyze usability testing, which provides valuable quantitative data concerning the relationship between user and system failure.

The purpose of this paper is to investigate the role played by corporate social responsibility (CSR) in building relationship quality (RQ) in the context of sports organisations. In turn, the link between RQ and customer loyalty is examined. Acknowledging that customers develop a psychological connection with the sports organisation over time, the study also examines whether the link between CSR and RQ is moderated by the psychological continuum model (PCM) stages (awareness, attraction, attachment and allegiance).

The survey data were drawn from almost 6,000 season ticket holders of a professional sports club. Structural equation modelling and the non-parametric bootstrapping regression technique were used to test the hypotheses.

The results support the direct impact of CSR activities on RQ. RQ, in turn, drives customer loyalty. Importantly, RQ is found to fully mediate the relationship between CSR and customer loyalty. However, as customers move through the psychological connection stages, the effect of CSR on customer loyalty via RQ tends to diminish.

This study provides evidence of a direct impact of CSR activities on RQ, and also attests the role of psychological connection in sports organisations.

The incorporation of a multidimensional RQ construct and the PCM stages allows a deeper understanding of how CSR might be employed to achieve organisational goals.

This study aims to present a bibliometric overview of articles published in the field of tourism, leisure and hospitality and analyzed by researchers mainly affiliated with European institutions.

The authors conducted a bibliometric study of journals included in the Web of Science related to the field of tourism, leisure and hospitality in 2019. The review incorporates various techniques to determine the field’s structure from a scientific and intellectual perspective.

The results are valuable for several reasons. First, they will support researchers in identifying those topics with the greatest potential for advancing research in this field. Second, they will constitute an important aid in the design of new policies for journal publishers.

This study can lead to advances in the tourism, leisure and hospitality field, as it identifies the publication trends of researchers who are mainly affiliated with European institutions. It also offers useful information for practitioners and academics in their endeavor to identify gaps in the extant literature and future trends.

No other studies have analyzed this field for a period of this length.